Contact email for file a complaint to Rolex Canada

[sleddog]

I think I know the problem...

The watch, and I say that loosely, most likely has a chinese ETA movement with the incorrect sized pinion and height. (amazing what a quick search can do)
I think you know where I'm going with this...

So, unless the OP can scan a copy of receipt of purchase from an Authorised AD (sensative info removed of course), I'd say this was just an attempt to fool.
Clock is ticking OP!

[peterpl]

The watch looks legit and genuine.

Honestly this is probably the worst case of repair work on a brand spanking new Rolex. I'd want a brand new one or a full refund as well.

This is totally unacceptable.

[TonyD]

I had an Omega with a defect i discovered in a week. It was there when new. My local AD replaced it without me asking. It can be done.

[droptopman]

Seems weird to me. Never seen this on any GMT watch, and for sure not on a Rolex. There are no drag marks on the dial, plots or other hands. You would think there would be some identifiable damage somewhere else for it to bend the hand that much. These GMT hands are not that easy to bend.

[snowvapor]

Is it me or is the GMT hand color seems faded...I would think it would be the same blue hue as the ceramic bezel. But if it was actually bent, maybe it stretched as well and as a result the color changed as well. Also OP, I'd try to hide your random serial number.

Keep us posted

[JacksonStone]

Originally Posted by natosub

I think you're right. Zooming in on the picture it looks like the 24h hand is stuck on the 6 o'clock marker.

I think so too, although I think Sleddog hit the nail on the head: the watch is probably a fake, and the post is probably a goof.

[R G]

Originally Posted by JacksonStone

Ew...OK, that's real. Sorry I doubted you. If I were in your position, I'd want a different watch, too.

Absolutely hilarious response!! I really laughed at that.

When I saw that image I couldn't believe it. I wouldn't care about a warranty, if something I bought had a defect within a matter of hours, I too would demand a replacement or a refund.

I've not taken a look at the consumer rights act recently but I suspect there will be reference within it that is favourable to the buyer if something like this happens.

I think certain things are different, like cars. You wouldn't get a replacement with that sort of a purchase, but this is a watch we're talking about.

[Bennydata]

Originally Posted by sleddog

I think I know the problem...

The watch, and I say that loosely, most likely has a chinese ETA movement with the incorrect sized pinion and height. (amazing what a quick search can do)
I think you know where I'm going with this...

So, unless the OP can scan a copy of receipt of purchase from an Authorised AD (sensative info removed of course), I'd say this was just an attempt to fool.
Clock is ticking OP!

Recipient uploaded...I have no reason to make up a story... Anyway I did talk to Rolex , and I will work on local jewel store after I received repaired watch..

Moderator can you please remove the first watch photo with serial no, I uploaded another one.

[JacksonStone]

Originally Posted by R G

Absolutely hilarious response!! I really laughed at that.

When I saw that image I couldn't believe it. I wouldn't care about a warranty, if something I bought had a defect within a matter of hours, I too would demand a replacement or a refund.

I've not taken a look at the consumer rights act recently but I suspect there will be reference within it that is favourable to the buyer if something like this happens.

I think certain things are different, like cars. You wouldn't get a replacement with that sort of a purchase, but this is a watch we're talking about.

Honestly, I don't know what to believe anymore. If it's a legit Rolex, then I think the OP deserves a replacement. If this is a goof, it's made for an interesting discussion. Cheers to all.

[JacksonStone]

Originally Posted by Bennydata

Recipient uploaded...I have no reason to make up a story... Anyway I did talk to Rolex , and I will work on local jewel store after I received repaired watch..

I owe you an apology. I hope you get this matter resolved to your satisfaction. Please keep us posted.

[denmanproject]

Gemoro is an excellent AD, sorry to hear about your dilemma

[DCgator]

This is a horrible nightmare but worse because it happened for real.

I do hope your AD does right by you.

Sorry it seemed you've been put through electronic waterboarding just because your experience with a defective Rolex was not quite believed at first, even by those who consider themselves Rolex SME. I am quite hopeful it will all work out in your favor.

[sleddog]

Originally Posted by Bennydata

Recipient uploaded...I have no reason to make up a story... Anyway I did talk to Rolex , and I will work on local jewel store after I received repaired watch..

Moderator can you please remove the first watch photo with serial no, I uploaded another one.

Good to see. Gemoro is a great AD, so I retract my last statement based on your recent post. This is the first bent hand on a GMT to find it's way to this forum, other than a simple search of replica forums. Wall down.....and an appology put forward.

[JustTom]

Originally Posted by sleddog

Sorry to hear of your troubles.

Unfortunately things do happen from time to time, and you just happened across the wrong time.. I certainly understand your frustration, but this certainly isnt the norm, and Rolex isn't in the business of replacing watches, they repair defects under their warranty. Like it not I guess...
I'm sure you can jump up and down all day long, but I doubt they will replace, and neither will the AD. When you do contact them, please don't tell them you purchased a 'Batman"...

Is it an official dealer of Rolex you purchased from??
Normally they will tell you what the issue was with the watch, but I have to say, first I've heard of a bent hand during setting.

Again, sorry to hear of your troubles, and I would suggest calling back the Rolex service centre in Toronto and asking for a contact email you can voice your concerns with.
Good luck!

The AD should replace his watch though, don't you think? If he truly just got it same day and within a matter of minutes of use it has a major defect, I would hope that any legitimate AD would make right by the guy and replace that watch immediately!

[japenney]

This is too weird. I have literally never heard of this happening. This is the most unlucky thing ever. 1 in a 100,000 probably.

[DeeTee]

Call Visa and demand a return.
They sold you something broken dead on arrival.

It was broken as soon as you took it home, now they refuse to refund?

[Bigsykedaddy]

Originally Posted by Bennydata

Is Rolex a good quality watch with good service?!!

I purchased a GMT master 2 batman 2 weeks ago, went home and try to set up time for my new watch, turn the crown as usual, but gmt hand stuck and it bend, omg I only have this watch on my hand less that 5 mins and it broken....! So I call the jewel store and was told bring back the watch and they will ship back to Rolex to inspect.

Next day I went back to store and I told the sale man I don't want repair...I need a replacement... it is a band new watch ,it is manufactory deficiency for sure and I even don't have chance to wear it yet!!!! The sale man said they will talk to Rolex and try.

Anyway yesterday I talked with Rolex service staff, she told me that because this watch broke down within a day I bought, therefore they express repair for me, I don't need to wait for line up, and the watch will ship back to the jewel store next week and I can pick up there, ......also Rolex replace a new gmt hand for me and my watch as good as new...bra bra...and it is for free! Sounds is a good news......OMG...only she forget I don't want repair... I need a new one! After I insist her I need a new one, she said that is not her job, she have nothing to do with that, I need to talk to the local jewel store which I bought my watch! ....
Finally I told her do NOT ship until I talk to her manager... but look like it is a waiting game now... still wait..... for her manager call back! Too bad so sad, I paid my hard earning money two weeks ago, but I got nothing beside headache. I guess I will really consider should I still buy Rolex as my next watch.

Anyway, does anyone know the email to complaint Rolex Canada.

BTW, she didn't tell what's wrong for that gmt why it stuck beside she doesn't know.

The AD should give you a new watch. I bought a new sub from a trusted seller here and it had a foreign substance inside the crystal. He took it back and gave me a brand new one. I'm sure if you talk to the manager at the AD they will exchange it for you. If not I'm sure it will be covered under warranty. Sorry this happened to you , it sucks, I hope everything gets taken care of.

[Andad]

My Visa service would jump on that.

I would not bother Rolex, just apply business and standard protection guidelines.

[Spikedlee]

That GMT hand looks like straight rubber. The AD should definitely have given you a brand new replacement!!

[Pharaoh_83]

Search LinkedIn for rolex Canada, you'll find some higher ups on there, email them

[joli160]

You are right to ask for a replacement

[Ian Macdermott]

If the AD will not replace it file a chargeback with Visa.

[GB-man]

Originally Posted by Ian Macdermott

If the AD will not replace it file a chargeback with Visa.

Agreed.

[AK797]

I think this has the correct hand stack, so it is real, thought the GMT hand was maybe under the hour at first glance.

[Muzz]

Can't say I have ever seen anything like that. Rest assured very few people have! Hope it is sorted to your satisfaction!!

[yannis]

Good luck with resolving that OP i am sure Rolex or the dealer will respond. Is it brand new?

[Dyim]

That's a crazy defect!

[Oyster99]

This thread was a Rollercoaster! I hope your problems get solved! Typical TRF thread

[arguetaoscar]

Originally Posted by cdmorenot

While I understand things can happen, if I am an AD, I would buy back the watch at MY expense and give you a new one. Send it back to repairs and sell it or auction it.

They certainly have enough margins to be able to do this... Sucks that Rolex has a repair policy rather than replace, but if I am an AD, I'd look to make my customers happy.

Agree with Carlos, and Rolex within a short (14 day) time frame should also have a replace rather than repair policy obviously if it is a factory defect, repair and sell as refurbished. Just like Apple does with iPhones, even if they are purchased at BestBuy. Love Rolex, but part of being a great company is making things right for its costumers.


Sent from my iPhone using Tapatalk

[watchwatcher]

Well, that's weird. Of the issues we have seen here on TRF with the GMT2-c, I don't recall ever seeing this.

I really think I agree with those that said deal with your credit card company on this one. Good luck and keep us posted!